Client Management Specialist III

The Client Management Specialist III acts as the primary day-to-day contact for customers within an assigned customer account group which may include retail, durable goods, automotive, electronic commerce providers, etc. The Client Management Specialist III will act as the primary liaison between Hub Group’s customers, warehouses, and carriers. You will successfully manage the supply chain needs of multiple customers; provide industry-leading customer service; and ensure superior and expeditious execution of customer requirements. This role includes significant customer interface responsibilities. Once the on-boarding of these customers has 

occurred, the Client Management Specialist III will assist with order creation, monitor, and report order acceptance, order processing/updates, maintain inventory integrity, and manage accessorial charges by the use of various Hub Group transportation management systems. The Client Management Specialist III reports to the Manager, Account Management.

 

The Client Management Specialist III is an advanced role directly above the Client Management Specialist II role. Client Management Specialist III is considered a senior member (or team lead) for the team. While not directly managing others, they will assist with training new team members and routinely provide guidance for the other employees. Due to their knowledge and experience, will be 

assigned more challenging/complex/strategically important customer accounts to manage. Client Management Specialist III will be responsible for special projects and additional tasks outside of their normal customer account management duties. Client Management Specialist III would have demonstrated proficiency of the Client Management Specialist I and the Client Management Specialist II roles. There is an advanced/SME level of analysis required with this role and will require a more advanced skillset. Client Management Specialist III will be required to complete inventory reconciliation for their customers without the support of the Inventory Team and provide root cause details of all variances being reported. Client Management Specialist III will also have an aptitude for retailer compliance requirements; retailer routing; and using retailer portals. Identify cost efficiencies for customers and pursue ad hoc consolidation opportunities.

Essential Job Functions 

• Demonstrate proficiency in the Client Management Specialist I and/or II roles. 


• Ability to manage complex, challenging, and strategically important customer accounts at a high level. 


• Develop a strong working relationship with customer accounts and provide resolution of issues and concerns in a timely manner with minimal intervention from management. 


• Pro-actively assess customer needs and act as the point person in developing and managing account specifications and procedures that will ensure quality, efficiency, and profitability.


• Pro-actively manage daily order level data; recommend improvement and implement changes.


• Receive, analyze, and respond to a high volume of communication each day.


• Manage the order process flow to contract specifications.


• Proficient knowledge of retailer compliance and best practices. Ability to confidently speak to compliance related topics during client communication. 


• Ensure optimal delivery performance by selecting the best carrier and managing the tracking process.


• Manage and oversee the execution of special projects. 


• Perform root cause analysis and provide corrective action for customer issues. 


• Proficient knowledge of inventory practices with minimal intervention from management needed. Ability to maintain inventory accuracy. Perform inventory audits, record results and measure trends.


• Maintain inventory accuracy. Perform inventory audits, record results and measure trends.


• Manage, monitor, and report order acceptance, order maintenance and accessorial management by email, phone, and use of various Hub Group transportation management systems.


• Offer alternative transportation solutions as necessary by analyzing internal and external account metrics.


• Manage assigned customer accounts to ensure they receive the best product at the lowest possible cost; maximize margin, network efficiency and On-Time Performance (OTP)


• Determine which accessorial charges can be billed and follow company process to successful conclusion, minimizing disputes, assisting in collections, and working with Account Managers on solutions to reduce accessorial charges.


• Communicate with shipper and consignee contacts regarding exception notification and problem resolution.


• Maximize Hub profitability and reduce customer cost exposure by working with Operations to properly manage assets such as container pools.


• Maintain quality service by monitoring standards; advising supervisor of potential problems. 


• Work with Manager, Account Management and Operations Group to address and resolve single load concerns in a timely manner.


• Assist with training and developing new team members. 


• Duties, responsibilities, and activities may be assigned or changed from time to time.
  
   

Minimum Qualifications 

• Bachelor’s degree in business, logistics, supply chain, or management preferred.


• 2 years’ experience in the CMS I role and/or 1 year of experience in the CMS II role or 2-3 years in transportation industry preferred.


• Experience with EDI processes, Web Tender Portals, and other applicable forms of electronic communication preferred.


• Proficiency with Microsoft Office applications, with emphasis on Outlook, Excel, Word.


• Highly effective communication, both verbal and written.


• Attention to detail, organizational skills, and customer focused.


• Excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations.


• Strong talent for multi-tasking and managing competing priorities effectively.


• Able to identify and assess customers’ needs, and to craft compelling solutions.


• Self-directed, yet strong team player.


• Minimal travel may be required